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Ja608 chapter 7 customer relation
1.
2. Customers are the most important in any business.
Customers do not depend on us but we rely on them.
Customers are not troublemakers or delayer to our
work but is intended to improve the quantity and
quality of our work.
The customer gives us a contribution when the comes
to our service center.
The customer is part of our business, not outsiders.
Customers are human and have feelings and
emotions just like us.
The customer is not a for arguing or to compare.
Customers must be entertain and have good
attention from us in giving services.
Customers are the “backbone” of a business.
3. There are two types of customers:
1. Customers who are easily entertained.
◦ Those who consider that the servicing of vehicles is
a critical requirement.
◦ They realize that their vehicles need regular
checkups, regular service and quality work.
◦ They are usually satisfied with the service provided
by service center
◦ Customers in this category are not fussy and easy
to be entertained.
4. 2. Customer who are difficult to entertain.
◦ Those who consider that the vehicle servicing is not
important and only a waste of money.
◦ To them, visit to a service center only necessary
when their vehicle is breakdown.
◦ They also rarely satisfied when visiting a service
center.
5. Right perception to Our Customers.
◦ Respect the customer
◦ Provide good service
◦ Customers are the main assets of a business
◦ Use the best verbal communication
◦ Provide a special “place” in customer relations
Customer is always right
Customer is god (Japanese)
6. Wrong perception to customers:
◦ Customers should be treated according to status
◦ Customers are but a problem
◦ Customers are outsiders
◦ We are contributing to customer
◦ Customers can be trick due to lack of knowledge
and skills.
7. Car repair completed properly.
Satisfactory services received.
Customer feel appreciated.
Get an optimal price.
Interest in the services received.
8. Provide payment through credit card such as
MasterCard, Visa or bank card.
Create an exposure of services products to
consumers through media and websites.
Provide benefits to regular customers - Privilege
Card
Attractive discounts
Special promotion
Free Towing Service
Points collection (Real reward)
Lucky draw etc.
9. Waiting room provided for customers when
they are waiting for services.
◦ The rooms are clean and bright.
◦ Prepare soft drink machines (vending machine)
◦ Provide reading material (Eg. Newspaper,
magazines)
◦ Toilets are clean and comfortable
◦ Paste a poster that describes an operation or
product quality
10. Return the vehicle immediately.
◦ If possible, take the car to the entrance / exit at the counter
while customers still pay their bills.
Be polite to customers.
Make sure the main parts of the car such as steering,
windows, dashboard, carpet and door is clean.
If possible, wash the vehicle to indicate that the
service center grateful for their presence.
Advise customers on the importance of servicing
vehicles and tell them when their vehicle to be
serviced again.
Say thank you and invite customers to come back in
the foreseeable future.
11. Definition
◦ Phone calls made by the salesperson or manager of
customer service center to get feedback on the service that
was given (after sale service).
Purpose
◦ Get feedback on the service provided.
◦ Take follow-up make countermeasure based on customer
information.
Among the proposed conversation when contacting the
customer:
◦ Greetings and introduce yourself.
◦ Evaluate the customer reaction to the services provided.
◦ If necessary, arrange for the necessary repairs if requested
by the customer.
12. Steps to develop staff attitude in order to improve:
1. Start with your own attitude.
◦ Do you listen exactly the service require by customers?
◦ Are you courteous to customers?
◦ Are you patient with your customers?
2. Observe your salesman.
◦ Does he show his obedience attitude toward work and
employers to treat customers.
3. Note the mechanics.
◦ Tell the mechanics about the customers satisfaction levels of
his work.
4. Analyzed the above items, determine the appropriate
actions to correct it.
13. Pre-Delivery Inspection (PDI)
Definition
The forms used to fill and repair vehicles that need to be
done by a mechanic.
Purpose
An effective way to ensure all work orders that have been
carried out based on the form used complied with.
Warranty
Guarantee / warranty (for new vehicles) specifying in detail
the obligations of both the seller and buyer in the
operation of the vehicle.
State the right of buyers for some services that have been
paid during the purchase of the vehicle.
14. It is the responsibility of management to
solve them.
All complaints should be resolved in an
orderly manner so that all issues can be
resolved.
Provide customer satisfaction in services
provided.
Cause of Complaint
You are not doing your duty.
Fails to carry out your duties.
15. Things to avoid:
Avoiding or run away from complaints will tell
to customers that you've made a mistake.
Avoid arguments with customers because
customers need a solution to the problems
and not intentionally seek for conflict.
16. I. Explain to customer that your service center will
act fairly. Give a warranty on the work done by
the staff.
II. Listen carefully to customer complaints.
III. Investigate the case that has been told.
IV. You should remember that the customer is not
always right, but their complaint must be heard.
◦ Explain clearly if they are misunderstood.
V. Make a habit of giving customers the
opportunity to be at the right side on all things
suspicious.
VI. Try to avoid small technical matter and keep
customer confidence in your service center.
17. Customers often want:
◦ Cars they bought or repaired are well prepared.
◦ Pleasure felt together.
◦ Repaired car looks like new and satisfying.
◦ Feeling appreciated.
◦ Continuous interest from the seller to the their
vehicle and to the maintenance of the vehicle.
